Inside Tech Support

An insider's view of the OOL technical support call center. I am an OOL techical support representative and I've created this blog to give you an insight into the workings of the call center as well as help you get inside the mind of the guy who is helping you.

Wednesday, June 29, 2005

Slow speeds

A lot of you have been complaining about slow speeds or rather a reduction in the speeds you used to have. You also complain that when you call in, tech support knows nothing about it and when you show them proof, they really don't do anything but reset and bypass your router and clear your cookies and cache.

There is a wide variation in speeds on the OOL network. I've seen ftp downloads from the OOL ftp server range from 400 kB/s to 1.1MB kB/s. It's a dirty little secret but management has an acceptable minimum speed. If the acceptable minimum doesn't live up to the advertised 3 times faster than DSL, tough. OOL is 3 times faster than DSL on average. If you are below the top of the bell curve, too bad. (<==Management's viewpoint, not mine, don't flame me now!)

Now what is causing these slowdowns? We have no idea. There is a culture of secrecy at Cablevision, everything is on a need to know basis. That is why when you call in with proof of your slowdown, we have no idea there is a problem because the networking groups (who I'm sure have tons of reports on all their systems and know to the kb/s what is the speed on the UBRs) don't tell us. The call center has to figure out there is a problem by analyzing call volume over a period of time. We then open an outage and we'll see it sit for weeks while the network groups do nothing. One day I'll come in and the outage is off the Outage board. Did they fix it? Who knows? But I doubt it and I'm sure I'll be getting some more calls from people in that area and I'll have to blame their slowdown on "There are no problems in your area so something must be running on your PC that is causing it".


At 12:43 AM, Blogger LLivingLarge said...

I was among the group of people that stayed in personal contact with Mr. Wilt Hildenbrand (Cablevision Executive Vice President Engineering & Technology) throughout the slowdown and helped organize the OOL community so the fix could be applied.

At 11:29 AM, Anonymous Anonymous said...

Okay llivinglarge.. Do you want a medal or something?

At 7:08 AM, Anonymous Anonymous said...

He's a hero from! I think we should give him a cookie!

At 9:10 AM, Anonymous Anonymous said...

Cablevision's optonline service has been slow as hell for the last few months. I emailed customer service and they did not even reply back to me. We pay them $45/month for broadband service and often times my throughput is less than 200Kbs. I am seriously thinking about switching to Verizon's DSL in Central NJ. Granted it is not that fast at 768Kbs but at least I willbe paying $15/month or about 1/3 of what I pay Cablevision.

I don't know why things are so slow but my guess is it is allof the VOIP they are selling. I suspect that they allocating higher percentage of available bandwidth to VOIP subscribers to keep them happy. While the rest of us have to endure dial up speeds for bandwidth fees.

As soon as Verizon comes up with their new FIOS service in my area I am planning on dumping Cablevision forever.

They have done nothing but constantly raise rates and provide very poor customer service. I am sure they will get better when Verizon comes out with a real alternative, butI will not forget these days.

At 7:29 AM, Anonymous Sarabjit Singh said...

Thanks for sharing such a valuable information… I got my problem solved.


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